AI‐Driven Value Management for Customer Success

Summary

This chapter shows how value management techniques and strategies enhanced by advanced AI solutions—including digital assistants and twins—can drive better outcomes for our business and our customers. Companies that follow this approach are experiencing reduced customer churn, improved customer satisfaction and loyalty scores, and greater lifetime revenue capture. With every business integrating some form of subscription into their business model, customer success has quickly become one of the most critical functions for every modern enterprise. High adoption is crucial for customer success. One reason why it's so hard for customer success and sales‐based value management teams to collaborate effectively is that they're out of sync when it comes to the demand for and frequency of their services during the customer life cycle. By mining customer data with AI, customer success teams can rapidly segment their customers according to usage patterns, business goals, and other relevant factors.